The Benefits of Knowledge Capturing & Knowledge Management
Eventus Marketing Team
The idea of Knowledge Capturing (KC) and Knowledge Management (KM) is not a new one. Ever since the early 1990’s, organizations have been collecting, storing and making available necessary information and processes for their staff and management teams to utilize. Not only does this provide a more effective way of disseminating critical pieces of knowledge but it also helps to create a more efficient establishment. While many businesses focus their efforts of KC and KM on internal sources, there are actually other uses for the information gathered that can provide major benefits outside of the organization’s walls.
Internal Sources & Benefits
Often times, both KC and KM are utilized internally. Whether for orientations, furthered learning of employees or succession planning, the critical knowledge captured and stored through their processes can be extremely valuable and needs to be displayed in a way that the necessary parties within an organization can easily locate and consume the information needed.
External Sources & Benefits
Both KC and KM also have uses outside the organization’s intranet, and can provide valuable resources for an organization’s customers. The capturing of key concepts and knowledge pieces and organization of them into self-service resources online can empower customers to find solutions to their problems without ever having to contact a service agent, thus creating a more effective and efficient customer service process.
Simple FAQ’s can be created through simple KC practices and can work to answer the most frequent and generic of questions asked by your customers, allowing your contact center agents to focus their time and efforts on more pressing calls.
Knowledge Capturing and Knowledge Management are two vital elements for any organization looking to maintain high levels of effectiveness through the sharing of critical information. As you can see, the sharing of that critical knowledge does not always have to be internally, and the benefits provided often outweigh the costs.
It can be hard to fathom a life without customer service in it. Before remote desktop support, live chat and other contact center solutions, there were complex phone trees and outsourced call centers and before that there were buggy IVR systems and telephone switchboards connecting you to the store you purchased the product from.
The past few decades have seen the business world sway multiple times between call center outsourcing and internal call center operations.